ReplyTurn
Support
Practical support for current Marketplace versions of ReplyTurn.
Effective and last updated: 4 September 2026
Contact support
Email support@sovereignworldlabs.com. Include your Atlassian site URL, ReplyTurn environment or version when visible, affected request key if safe, timestamps, reproducible steps, expected and actual behavior, and redacted screenshots.
Never email passwords, API tokens, comment contents, customer records, or complete Forge logs.
Coverage
Standard support is available Monday to Friday, 09:00–17:00 Europe/Madrid, excluding public holidays observed by the Provider. Support is available in English and Spanish.
Response objectives
| Severity | Example | Initial response |
|---|---|---|
| P1 Critical | Widespread outage or confirmed security incident | 4 clock hours |
| P2 High | Major feature unavailable or materially incorrect classification | 1 business day |
| P3 Normal | Limited defect or configuration issue | 2 business days |
| P4 Low | Question, cosmetic issue, or feature request | 3 business days |
These are service objectives, not guaranteed resolution times. Resolution depends on reproducibility, customer and Atlassian cooperation, platform status, and fix risk.
Security emergencies
Confirmed or suspected vulnerabilities and P1 security incidents should be sent to security@sovereignworldlabs.com. Ordinary product questions sent there may be redirected to support.
Scope
Support covers current Marketplace versions of ReplyTurn on supported Atlassian Cloud products. It does not include Jira administration, custom workflow design, bespoke JQL, data migration, third-party apps, unsupported browser extensions, or Atlassian platform outages.